1. Supporting Nikon Coolscan
Film Scanners
*StarTek Training May 2003
*Presented by Chris Utter

2. Program Overview
*Current Product Line Overview
*Hardware & Software
Installation
*Troubleshooting
*Application Use and Workflow
*Diagnosing Image Quality Issues
*Working With Clients
*Legacy Scanners
*Summary and Q&A

3. Current Product Line Overview
**SUPER COOLSCAN 4000 ED
**SUPER COOLSCAN 8000 ED
**COOLSCAN IV ED
**COOLSCAN 2000

4. What Makes the Coolscan
Unique
**Nikon’s famous Nikor ED glass is used as the optical stage
**Batch scanning options
**LED based light source does not harm your film
**Fast Auto Focus and Auto Exposure
**Nikon Scan workflow is designed to deliver Color and exposure
Correct images directly from the Scan “stand alone” application
4000 Pixels per inch resolution

5. SUPER COOLSCAN 8000 ED
Multiple film format (120/220, 35mm, etc.)
4,000 dpi true optical resolution
14-bit A/D, 16-/8-bit output
Large-diameter SCANNER NIKKOR ED lens
Rod dispersion LED illumination
New setup function for color negative film
Multi-sample scanning
Quick AF & Quick Preview
High-speed IEEE 1394 interface
Digital ICE 3 ™ (Digital ICE cubed)
Digital ICE ™ (Image Correction & Enhancement)
Digital ROC ™ (Reconstruction of Color)
Digital GEM ™ (Grain Equalization & Management)
The multi-format, multipurpose scanner that rivals drum

6. CoolScan 8000 accessories
FH-835S- 35mm STRIP FILM HOLDER
FH-869M (optional) 120/220 MOUNTED FILM HOLDER
FH-835M- MOUNTED FILM HOLDER
FH-869S- 120/220 STRIP FILM HOLDER
FH-869G (optional) 120/220 STRIP FILM HOLDER WITH GLASS
FH-869GR (optional) 120/220 FILM ROTATED HOLDER WITH GLASS
FH-816 (optional) 16mm FILM HOLDER
FH-8G1 (optional) MEDICAL SLIDE HOLDER
“Working with Film Masks”
** See the product literature in your folder for film holder specifications **

7. CoolScan 4000
4,000 dpi true optical resolution
14-bit A/D, 16-/8-bit output
SCANNER NIKKOR ED lens
Fast 38 sec. scanning
(including image transfer to monitor)
New setup function for color negative film
Quick AF & Quick Preview
High-speed IEEE 1394 interface
Roll film compatible (optional)
Multi-sample scanning
Digital ICE 3™ (Digital ICE cubed)
Digital ICE ™ (Image Correction & Enhancement)
Digital ROC ™ (Reconstruction of Color)
Digital GEM ™ (Grain Equalization &
Management)

8. CoolScan 4000 Accessories
SF-200 (optional)- This is a 50 slide batch feeder for 35mm slides
SA-30 Roll Adapter Kit (optional) This kit accommodates rolls of film
Up to 40 frames long.
MA-20 Single Slide Adapter- Scans one slide at a time
SA-21 Single film strip adapter (up to 6 frames)
IX-240 film adapter

9. CoolScan IV
High-resolution 2,900 dpi
12-bit A/D, 16-/8-bit output
Newly developed custom CCD
SCANNER NIKKOR ED lens
Gentle-on-film LED illumination
Fast 42 sec. scanning
(including image transfer to display)
New setup function for color negative film
Quick AF & Quick Preview
Easy-to-connect USB interface
Digital ICE 3 ™ (Digital ICE cubed)
Digital ICE™ (Image Correction &
Enhancement)
Digital ROC™ (Reconstruction of Color)
Digital GEM™ (Grain Equalization &
Management)
Your film's digital bridge to the future
35mm/IX240 Film Scanner

10. CoolScan IV Accessories
SF-200 (optional)
SA-30 Roll Adapter Kit (optional)
MA-20 Single Slide Adapter
SA-21 Single film strip adapter (up to 6 frames)
IX-240 film adapter

11. SF-200
*50 slide batch feeder
*Can be used with the
Ls-4000
Ls-2000
CoolScan IV
*Has an adapter for rounded
Slide mounts (FD Utility)
*Credit card fix

12. CoolScan 2000
There is no support for the Coolscan 2000 on Mac OS 10.2 AKA Jaguar.
Scanning system: Fixed-film, movable plane-scanning single-pass
optical system
Sensor: 2592 linear-pixel CCD image sensor
Light source: Red, green, and blue (RGB) LEDs
Color separation: Performed by RGB color LEDs
Valid scanning range: 24.3 mm x 36.5 mm at a resolution of 2592 x
3894 pixels
Pixel size: Square 9.4 mm x 9.4 mm pixels
Optical resolution: Maximum 2700 pixels/25.4 mm,
or 2700 dpi (at film surface)
Analog-to-digital conversion:12 bits for each color
Output: Full color (8 or 12 bits for each color)

13. Installation

14. Ratoc IEEE 1394 Controller
*Nikon Firewire Scanners ship with the Ratoc firewire card
*Nikon has tested our scanners on the Ratoc card exclusively
*Clients report an array of issues on the TI chipset
*Only win98’ requires a driver
*Standard PCI slot interface
*There are NEC chipset controllers available in PCMCIA format

15. Scanner self test & Installation
All Nikon Film Scanners report hardware status when powered on.
Only rapid blinking during self test indicates hardware failures
The number of blinks is only related to the accessories installed
Firewire and USB scanners do not test the scanners Com Port
SCSI scanners will report port failures and Imaging engine failures
Use only the approved interface cards
Id 418>>>

16. Scanner installation on Macintosh
Platform
The Macintosh installation is simple
1- Connect the scanner to the “Apple Native” firewire or USB ports.
You always want the client to directly connect the scanners to the System ports and
not through a hub as hub’s may cause timing issues With scanner communication
2- Boot the Macintosh and check the “Apple System Profiler”
to ensure the device is Live on the bus. There is no drivers required
To mount the scanner in the system profiler. The system profiler is
Showing you firmware level information
3- Install the software under Mac OS 9x all. You can choose “Easy Install” and
Select all the default answers. We will cover color space selection in a moment.

17. Software Installation
**Once the software installs successfully reinstalling software
rarely resolves issues
**Virus Protection and Firewall software disabled
**Hardware should already be installed and ready
**Install Shield errors

18. Software installation on the
Macintosh Platform
Install the software under Mac OS 9x all. You can choose “Easy
Install” and Select all the default answers.
On Jaguar you must install the Nikon Scan Software under the first
Account on the system. This is considered the administrative
account and should be used to add/remove hardware & software
Remove old versions of the software prior to installing the newer
version
Client Needs Administrative wrights to run Nikon Scan on OSX

19. Color space selection
Use Name List
*Adobe RGB 1998
*Wide Gamut RGB
*Scanner RGB
*SRGB
Use Wizard
* The wizard will explain
what the differences are
between color spaces but it
does not scan your system and
choose the correct color
space.

20. Quick tests
Once the software is installed reboot the system then run Nikon Scan
If you insert the film prior to launching Nikon Scan and after the
scanner Completes its self test then the software will come live with
all the Controls available
Pull up a preview or thumbnails to test scanner communication.
If the Client just purchased the scanner is has never used Nikon scan
then you Can walk them through basics but you cannot teach them to
use the Product.

21. Troubleshooting Installation
Problems
** Is the problem Hardware or software related??
**Hardware Related- Use your Hardware checklist
**Software Related- Make sure you follow the steps for the
Correct OS.
**Items that would indicate a service issue
**Testing after the problem is resolved

22. Troubleshooting Hardware
problems (Windows platforms)
**Does it pass the self test???!!!
**Does The Device and its controller show in Device Manager
**Device manager Trouble shooting sequences
**Unknown Film Holder (LS-8000)
**Hubs and Third party devices
**USB controller issues ( Microsoft HCL )
**Driver installation problems

23. Troubleshooting Hardware
Problems (Mac OSX )
**Has the scanner passed the self test?
**Did the client follow startup Procedures?
**Does the scanner show in the system Profiler?
**Flip firewire cables end to end. Ensure no hubs are in use
**Restart with no other Peripherals attached!!

24. Troubleshooting Hardware
Problems (Mac OS 9X)
Hardware and software installed under “Mac OS 9x All”
Startup procedures followed
Scanner should display in the System Profiler
Only Apple Native Firewire and USB is supported.
Mac OS 9.22 preferred

25. Trouble shooting SCSI issues
• Supported SCSI cards
• Supported Platforms
• SCSI ID’s and Termination
• Isolate the scanner
• SCSI bus types and cable types
• 3rd
party devices on the bus

26. Troubleshooting Software
**Troubleshooting Software issues is very time consuming
**You must guide the client through long and confusing sequences
While keeping in mind what the client is seeing
**Reinstalling software does not resolve most issues
(it covers up the cause of the problem)
**Understanding the Nikon Scan application and how it works
**Understanding what error messages are telling you.
**Windows (safe mode)

27. Troubleshooting Software
• ASPI layer
• Scsiscan.sys
• Hp ScanJet software
• Driver problems
• Ls2000.md3
• Plugins

28. “No scanner found” error message
**This does not mean the scanner is not connected and ready
**Files that may cause this error message
**Removing LS2000.md3
**Jaguar OS issues that cause this Problem

29. Troubleshooting Software problems
on The Macintosh
*Managing accounts on Jaguar ( application has unexpectedly quit )
*Memory and disk cache management (OS9x )
*Deleting the Nikon Scan Preferences
*Extension Set Management
*Error code series 2000 (SCSI)
*Drivers and Firmware Updates

30. Application use and Workflow
Nikon Scan has a unique workflow
Workflow designed to reduce post processing
Bach scanning requires special consideration
You must understand the types of film being scanned
You cannot rush the Nikon Scan Workflow
Managing windows in Nikon Scan demo

31. Welcome to the Scan GUI

32. Startup Sequence
*Scanner should always be powered on prior to Booting the system.
*After the scanner and OS are running ,Firewire and USB devices
can be “Hot Swapped” even while Nikon Scan is running
*LED Flash rate doubling means we have
hardware problems!!!
* Effects of Loading film before and after Nikon Scan
has been started

33. The patience factor
*Clients Preview is all black or all white
*Waiting On the Scanner to be “Ready”
*Skipping over startup sequence items may cause odd behavior.
*Clients who jump ahead may cause you to take 10 steps backwards
*Tool Pallet redraws may be slow

34. Using single frame adapters
•MA-20 film insertion orientation & clipping issues
•FH-2 film strip adapters are single frame adapters
•120/220 medium format adapter use with masks
•Thumbnails are not needed

35. Using multi frame adapters &
Batching devices
*Batching devices and strip film adapters require a large system
overhead
*Image previews store settings changes that are applied during a batch
Scan
*With any film adapter that holds more then one frame we must first
acquire thumbnails before we preview an image.
*Thumbnail Previews & film offset adjustment
*If an image is not correctly framed the scanner will not be able to auto
expose the image properly

36. Batch Scanning
Batch scanning is simply automating the scan process to scan
Multiple frames consecutively
All current scanners are capable of batch scanning
Batch scanning has some limitations you must be familiar with.
Batch scan logs may contain the answer you are looking for

37. ROC, GEM & Digital Ice
Digital ICE 3 ™ (Digital ICE cubed),
Digital ICE ™ , Digital
ROC ™ and Digital GEM ™ are
trademarks of Applied
Science Fiction Inc.
Digital ICE 3 ™ (Digital ICE cubed) are
technologies developed by
Applied Science Fiction Inc.
Removes dust & scratches
Restores Color to faded and UV damaged films
Reduces film grain effect

38. Saving Global Settings
You can save all of the custom settings you have made as a .set file
Global setting presets can be used to quickly customize settings for
Particular film types and issues.
Global settings can be applied to an entire batch scan process
If you want the closest thing to “one button operation” .set files are the
Way to go.
You can also save single menu changes as well.

39. Working with the Tool Pallets
The tool pallet is where all image adjustments are made
You can tear off control panels to make custom tool pallets
The client says “I have 30 tool pallets, what do I do”
Setting white point balance
Using Curves
Scanner extras and scanner specific menus

40. File saving
*Auto save features
*Supported file formats
*Scan bit depth
*Storage
*Post Processing

41. Workflow from Adobe PhotoShop
Workflow from within Adobe Photoshop is identical to the
workflow in Nikon Scan With 2 major exceptions!
Who can guess what would be different?
We are working from within another applications “working color
space”
Final scanned image is mounted in Photoshop and uses Photoshop's
file saving features
Always perform Image quality issue Troubleshooting from the “stand
alone” application.

42. Diagnosing Image Quality
Issues

43. Film Grain issues
*Nikon Scan is not very good at Rendering images
*Clients never have viewed films at 800% magnification
*GEM is the feature that manages film grain
*Lowering scan resolution will do an excellent job of reducing
Film grain effects
*LED based light source tends to
Exaggerate film grain
*We will work with this image
In Nikon Scan and Photoshop

44. Color shift Issues
*Color shift issues are advanced and difficult
*Use your color shift issue troubleshoot guide review
*Nikon Color Management
*Scanner color profiles
*3rd
party color management issues
*Monitor issues and calibration

45. Focus Issues
*Scanner always tries to focus center
*Manual focus and its effect
*The scanner is looking for edge detail
*Film sag will cause edge to edge focus issues
•FH-869G holder is plated with anti Newton glass
•The film itself may be out of focus
•A sample image helps to understand the nature of the focus issue

46. Banding issues
What causes banding?
Bus noise banding
Contrast banding
CCD related banding
Troubleshooting banding issues
Staging failure banding

47. Artafacting issues
Halo effect…. What causes this?
Newton Rings
JPEG Artifact
UFO’s
Contamination present in the same place every
scan
Moiré patterning

48. Working With Clients
*You must understand where the client is coming from and
Not allow their hostile nature to scare you

49. Controlling the conversation
*Establish control from the start of the call by asking the right
questions!
*Do not allow the client to talk over you or change direction
*You must be an Analytical Problem Solver
*You must assure the client that you can resolve the issue
*Use small talk to fill short gaps like reboots
*if you don’t know the answer to a question what do you do?

50. How to feel out the clients actual
problem
*You have to know the right questions to ask
*what is the nature of the issue??
*Pictures worth a million words
*hardware snooping
*Client workflow
*3rd
party color management systems

51. Putting out fires
•Your objective is to get the client up and running
•Clients who are “out of control” need “special attention”
•Assure the client that they are in good hands
•Offer workarounds if the problem cannot be resolved
Immediately
•Try your best to calm the client down and if you feel the
Issue is beyond your abilities then do not hesitate to consult
Your supervisor regarding escalation to level III

52. Restoring client confidence
•Clients are quick to conclude that when things are not as easy as
They would expect them to be that it’s the product at fault.
•Providing the client a corrected copy of their Scan goes a long
Way in making them understand
•Callbacks and follow ups provide the clients with confidence that you
Care about the issue.
•Advise the client that user groups and other Professionals share a
great
Deal of information regarding these scanners. Nikon film scanners are

53. Follow ups and escalations
*Never escalate a call if you have not exhausted your check lists
*Please write descriptive meaningful notes in the case record
*If you have to end a call before the issue is resolved you should
Call the client back to ensure the problem was resolved
*Do not call a level III agent to ask if you can pass a call up. Your
Startek level II agent must approve this and ensure that the fail safes
Have been addressed correctly.
*Never promise a level III agent will return a call

54. Legacy Scanners

55. Legacy Scanner Family
• Ls-10
• Ls-20
• Ls- 30 (aka Coolscan III )
• Ls-1000
• Ls-3500/3510
• Ls-4500
• AX 110, 210, 1200 flatbed

56. Legacy support limitations
** All Nikon SCSI based scanners have support limitations
**Supported Platforms
**SCSI bus speed issues
**Mac Native SCSI or Adaptec 2906 on a G3/G4
**OS 9x you must use the Photoshop plug-in only

57. Using Nikon Control 2.2
• Downloading and
installing Nikon
Control demo
• Acquiring Twain from
Photoshop
• Nikon Control 2.2
Overview
• Batch Scanning in 2.2

58. When do you escalate the call to
Melville? Level III
*If the needed fix requires editing the registry
(windows)
*If the description field says “pass to level III”
*You “Think” the scanner requires service
*Very Old scanners AX-series, 4500, 3500/3510
*Advanced image quality issues
*Door stopped systems!

59. Level III Agents (Dave Bolger)
*Dave started his career at Nikon
In the Service Department
*Dave has been with Nikon going on
6 years now

60. Level III Agents (Rick Bernstein)
Rick has also been with Nikon
for many years now and is well
accepted by everyone
Rick has a unique way of
dealing with clients and is very
client oriented
When not at Nikon Rick restores
Judd sculptures for museums
And personal collectors.

61. Level III Agents (Supervisor Frank Muller)
Frank Muller is the level III support
Supervisor
Frank is extremely knowledgeable
and
fluent in all Nikon Digital Products
As far as an “official word” from level
III regarding any issue, Franks word
is
The bottom line!
Frank Muller is an extremely gifted

62. Level III Agents ( Jerry Conway )
Jerry handles replacement parts
Like Ratoc cards and battery
Chargers
Jerry routs questions from level
II agents to any available level
III agent or to frank and David
Dentry
Jerry is super friendly and is
There to help you

63. Level III Agents (Petrina Tickle)
Petrina is the UTO secretary
And a whole lot more
Pertina is well accepted and
Brings unity and good spirit
to our department

64. Summary and Q&A
**Quick summary of scanner support
**Open Q&A session
**Quick review on dealing with clients

65. Hands-On
**Two volunteers to install a new LS-4000
**Form groups of 3 to 5 people per
workstation
**30 min to explore
**Scanning difficult media (assignments)